Sobre o Intercom

O Intercom é uma plataforma de relacionamento conversacional (CRP na sigla em inglês).

Com o Intercom, é possível construir melhores relacionamentos com os clientes por meio de experiências personalizadas baseadas em mensagens em toda a jornada do cliente.

As empresas mais bem-sucedidas do mundo, como Atlassian, Shopify e New Relic, usam o Intercom para oferecer experiências de conversação do cliente por meio de bate-papo, bots e mensagens personalizadas.

Preços a partir de:

US$ 38,00/mês

  • Versão gratuita
  • Teste Grátis
  • Assinatura

5 principais alternativas ao Intercom

Dispositivos

Porte da empresa

P M G

Mercados

Austrália, Canadá, Alemanha, Reino Unido, Estados Unidos

Idiomas

alemão, chinês, coreano, dinamarquês, espanhol, finlandês, francês, hebraico, holandês, húngaro, indonésio, inglês, italiano, japonês, norueguês, português, russo, sueco, tcheco, turco, zh-hant, árabe

Preços a partir de:

US$ 38,00/mês

  • Versão gratuita
  • Teste Grátis
  • Assinatura

5 principais alternativas ao Intercom

Imagens

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Recursos

Total de recursos do Intercom: 79

  • @menções
  • API
  • Acesso para Celular
  • Acompanhamento de atividades
  • Alertas/transferência
  • Análise de dados do atendimento ao cliente
  • Análise de dados/Rastreamento do ROI
  • Assistente virtual
  • Automação de marketing
  • Ações ativadas por eventos
  • Banco de dados de contatos
  • Banco de dados do cliente
  • Bate-papo ao vivo
  • Bate-papo com o consumidor em tempo real
  • Bate-papo proativo
  • Bate-papo/Mensagens instantâneas
  • Bloqueador de spams
  • CRM
  • CTAs personalizáveis
  • Campanhas gota a gota
  • Campos personalizáveis
  • Captura de leads
  • Compartilhamento de arquivos
  • Compartilhamento de tela
  • Comunicação multicanal
  • Conformidade com CAN SPAM
  • Conteúdo dinâmico
  • Controles/permissões de acesso
  • E-mail otimizados para celulares
  • Editor de WYSIWYG
  • Ferramentas de colaboração
  • Ferramentas de prospecção
  • Gerenciamento de contatos
  • Gerenciamento de e-mails
  • Gerenciamento de listas
  • Gestão da base de conhecimento
  • Gestão de assinantes
  • Gestão de caixa de entrada
  • Gestão de campanhas
  • Gestão de campanhas por e-mail
  • Gestão de compromissos
  • Gestão de filas
  • Gestão de help desk
  • Gestão de modelos
  • Gestão de pesquisas/enquetes
  • Gestão do fluxo de trabalho
  • Histórico de transcrições/chat
  • Imagem de marca personalizável
  • Importação/exportação de dados
  • Indicadores de desempenho
  • Integração de banco de dados de leads
  • Integração de redes sociais
  • Integração de site
  • Integrações de terceiros
  • Lead Nurturing
  • Marcação
  • Marketing de multicanal
  • Marketing por e-mail
  • Notificações em tempo real
  • Otimização de taxas de conversão
  • Permissões por função
  • Pesquisa e filtro
  • Pesquisas do cliente
  • Portal de autoatendimento
  • Qualificação de leads
  • Questionários e feedback
  • Rastreamento de engajamento
  • Rastreamento de interações
  • Rastreamento de visitantes do site
  • Relatórios e análise de dados
  • Respondedores automáticos
  • Respostas predeterminadas
  • Segmentação
  • Segmentação de clientes
  • Segmentação de leads
  • Segmentação geográfica
  • Testes A/B
  • Transferências/encaminhamento
  • Verificação/validação de leads

Alternativas

Zendesk

4,4
#1 alternativa ao Intercom
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Drift

4,5
#2 alternativa ao Intercom
Drift is a cloud-based live chat solution for sales and marketing teams which also includes an AI-powered chat bot,...

Crisp

4,5
#3 alternativa ao Intercom
O Crisp é uma plataforma de cliente multicanal tudo-em-um para interagir com os clientes via bate-papo ao vivo, e-mail,...

Help Scout

4,7
#4 alternativa ao Intercom
O Help Scout é um software de atendimento ao cliente e suporte técnico para empresas de todos os tamanhos. Os usuários...

Avaliações

Classificação geral

4,5 /5
(792)
Relação qualidade/preço
4,0/5
Recursos
4,3/5
Praticidade
4,4/5
Suporte ao cliente
4,3/5

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Exibindo 5 avaliações de 792
Liam M.
Classificação geral
  • Industry: Software
  • Company size: 11-50 funcionários
  • Usado Semanal durante 6 a 12 meses
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 10.0 /10

Not Much Competition

Avaliado em 01/08/2019

Everything has been fantastic from the Customer Success-led implementation process to it being...

Everything has been fantastic from the Customer Success-led implementation process to it being deployed to our users. Multiple compliments on the feasibility of use since purchasing.

Vantagens

From both the administrative and user perspective, the ease of use and just overall depth of what you can create with the product is very impressive. It allows a great amount of customer support to be automated and simplify it's delivery via articles and a knowledge base that'll continually grow.

Although it's not the biggest feature, as a user, I love that it's focused on getting you an answer/resolution the quickest way possible given the same entry method. Type "adding users" in an application with Intercom support will quickly both deliver you articles that can potentially solve your problem or will also quickly deploy a CSM to you to answer it directly in case it was a bit more complex.

Best part though is the feedback cycle, you're typing exactly what you want to know into the application and if no articles return: New Content Topic.

Desvantagens

Theres really not much. I've run into situations where it was wrongly applied within other organizations and not properly resourced, giving a less than average experience. But that's not as much specific to Intercom themselves.

Given they are the industry leader, it can come at a premium for a larger organizations.

Alternativas consideradas

Zendesk, Olark e Confluence

Razões para escolher o Intercom

Overall compatibility with scaling of the company and support infrastructure. Not enough functionality to grow out an effective customer knowledge base that's as simple to approach for customers and internal content builders alike.

Software anterior

Confluence

Razões para mudar para o Intercom

The overall growth of the company and product over the past few years and the speed in which they've been able to push out updates and new features shows a lot of promise over their competitors. Honestly, the user experience that we had been encountering when coming upon sites and companies that were using Intercom was so positive that it was hard to not want to give that same experience to our users.
Brandon G.
Classificação geral
  • Industry: Internet
  • Company size: 11-50 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 8.0 /10

Intercom is a powerful Customer Support Tool

Avaliado em 30/03/2021

Overall I would recommend intercom for clients looking for automation chat bots and customer...

Overall I would recommend intercom for clients looking for automation chat bots and customer support software. They have plenty of resources and their new product tour feature adds additional functionality to their suite of software.

Vantagens

The knowledge center and live chat features were the most used features at our software company. These features were used regularly and automations within intercom helped serve clients efficiently.

Desvantagens

Lacks in reporting and knowledge base customization compared to ZenDesk. Innovation in new features can be slow at times.

Alternativas consideradas

Zendesk

Razões para mudar para o Intercom

Intercom was easy to implement and integrated into Zoho directly by previous developers so was a hard sell to switch out.

Resposta do Intercom

Thanks for leaving us this review Brandon, and for letting us know how powerful you've found Intercom as a support tool.

Thanks again,
Kate (Intercom - Customer Engagement)

Avaliador Verificado
Classificação geral
  • Industry: Serviços e tecnologia da informação
  • Company size: 11-50 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 7.0 /10

Great tool for our support teams

Avaliado em 25/12/2021

Vantagens

Intercom is a great tool that we use across our customer success team, both for the first and seconline issues. It allows our teams to share and serve the tickets in an efficient matter and allows us for measuring the results. Moreover, our clients can review our team members what we really appeciate.

Desvantagens

Nothing specific, we are happy with the service.

Susanna N.
Classificação geral
  • Industry: Hospitais e Saúde
  • Company size: 11-50 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 0.0 /10

Unreponsive and caused a severe service disruption

Avaliado em 02/12/2020

When COVID hit, we were evaluating our software solutions and inquired about switching from an...

When COVID hit, we were evaluating our software solutions and inquired about switching from an annual contract to month-to-month. We asked what the changes to our pricing and feature suite would be if we moved forward with that change. We didn't get a response. Instead I received an automated email from their [SENSITIVE CONTENT HIDDEN] that our contract was cancelled effective [SENSITIVE CONTENT HIDDEN]. We reached out and for several days, did not get a response. On September 17th, our service was completely halted in the middle of the workday. Our team was unable to respond to any customer tickets for the remainder of the day. When we finally did get a hold of someone, they told us they were switching us to month to month, just as we had asked. We were told that was a completely different business platform and required a transition. None of this was communicated to us prior to the (entirely preventable) service outage, and again, we were just inquiring about the options should we choose to switch. We lost our settings as well as a previously agreed upon pricing discount built into our contract when they made this change.

A manager was brought onto the phone and we were told they would get back to us with a concession because of the severe service disruption. We were never contacted again, until today when I was sent an email stating that they will not offer any concessions and they are sad to see us go, but that my Relationship Manager [SENSITIVE CONTENT HIDDEN], will no longer be available to me starting next week.

Vantagens

When we were first started using them, they were flexible, had great customer service, and seemed genuinely invested in helping us succeed.

Desvantagens

Their customer service has been incredible poor. They caused a completely preventable service disruption that caused several hours of outage for our team, and have been difficult to get in touch with.

Resposta do Intercom

Hi Susanna,

I'm sorry to hear about your experience with Intercom - this is certainly not how we want our customers to feel.

I've taken a look through your account and can see there's an opportunity for us to more clearly communicate the necessary steps when changing billing models so you don't miss any steps. This is something that we're working on at the moment so I assure that your feedback will not go unheard. We never want an Intercom user to loose access to our tools as we recognize businesses rely on our services.

Our Relationship Managers work exclusively with customers on annual contracts so as you will be moving to a monthly model you will no longer have access to that team, however you will still have access to to our support team via the messenger. I do want to recognize that response times in previous months have not been where we'd like but we've made changes and are back on track now.

Thanks again for this post,
Kate (Intercom - Customer Engagement)

Stephane L.
Classificação geral
  • Industry: Serviços e tecnologia da informação
  • Company size: 2-10 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação

Classificação geral

  • Relação qualidade/preço
  • Praticidade
  • Suporte ao cliente
  • Probabilidade de recomendação 3.0 /10

A lot of features but overpriced for startups

Avaliado em 12/01/2022

Intercom solutions solve real problems however if you are a startup I don't recommend using it...

Intercom solutions solve real problems however if you are a startup I don't recommend using it since you really feel that they try to lock you. They attract you with their startup package and then it will take some effort if you want to switch to another supplier.

Vantagens

Intercom is a combination of tools providing different values and solving different problems. We use chat, article, product tour and several other tools. Overall they all solve a specific problem.

Desvantagens

Every tool we use has some limitations and we often need to find workarounds to reach our goals. However the worst point about intercom is their pricelist Even if you own a PhD you will have a hard time understanding how much to pay if you add an option. Every tool is an option that keeps adding to your bill plus they have triggers to increase the bill according to the number of users. Overall you don't really know where you're going with the way they charge you.

Exibindo 5 avaliações de 792 Leia todas as avaliações

Perguntas frequentes sobre o Intercom

Abaixo estão algumas perguntas frequentes sobre o Intercom.

O Intercom oferece os seguintes planos de pagamento:

  • A partir de: US$ 38,00/mês
  • Pricing model: Assinatura
  • Free Trial: Disponível

Os clientes habituais do Intercom são:

Profissional autônomo, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+

O Intercom está nos seguintes idiomas:

alemão, chinês, coreano, dinamarquês, espanhol, finlandês, francês, hebraico, holandês, húngaro, indonésio, inglês, italiano, japonês, norueguês, português, russo, sueco, tcheco, turco, zh-hant, árabe

O Intercom é compatível com os seguintes dispositivos:

Android (celular), iPhone (celular), iPad (tablet)

O Intercom se integra com os seguintes aplicativos:

Aircall, AskNicely, Automate.io, ChargeDesk, CloudApp, DataHero, Driftrock, Droplr, Facebook for Business, Front, Geckoboard, GitHub, Grow, HipChat, Landingi, LeadsBridge, Mailchimp, Marketo Engage, Microsoft Teams, Mixpanel, Notion, Operations Hub, Privy, Salesforce Sales Cloud, SatisMeter, Segment, Shopify, Slack, Stamplay, Statuspage, Stripe, Survicate, Toky, Tray.io, Trello, Twitter, Wistia, Woopra, WordPress, Zapier, Zendesk

O Intercom oferece as seguintes opções de suporte:

Email/Help Desk, FAQs/Fórum, Base de conhecimento, Bate-papo

Categorias relacionadas

Veja todas as categorias de software encontradas para Intercom.